Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India's leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly 'Digital India' by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

Role

Manager - IOT Operations

Job Level/ Designation

Function / Department

VIBS - IOT

Location

Lucknow

Job Purpose

To handle daily operations issues related to assigned AMI projects. Drive the adherence to Key KPIs/SLAs of the AMI project.

Key Result Areas/Accountabilities

Own the onboarding journeys for the AMI Project.
Managing partners and driving partners to ensure delivery timelines are met.
Ensuring inventory management standards are met based on deployments
Trouble shoot the issues and ensuring the complaints are resolved within TAT and based on the SLA impact
Govern the project through daily/weekly/monthly dashboards and MIS across the processes/SLAs
To ensure adherence to invoice validation process to avoid revenue loss by monthly waivers
Implement a plan to improve customer experience based on feedback based on customer VOC, RNPS, C-SAT scores
Operational KPI's for customer engagement - service management, incident and escalation management
Set direction and influence cross-department engagement for program execution and drive synchronization across multiple program teams
Continuously evaluate, design and implement opportunities to digitize/automate and simplify journeys for future fit process implementation.

Core Competencies, Knowledge, Experience

Proven track record in delivering large and strategic projects in the areas of mobile communications & IOT services.
Sound knowledge customer journey mapping, process designing and project management practices.
Experience with delivering solutions on varied IOT applications & new age technology (IOT use cases, Application and solutions)
Experience with telecom eco systems across billing, CRM and network elements.

Must have technical / professional qualifications

Strong Understanding of M2M, IoT and cellular technologies i.e. IOT use cases and solutions, Platform, Packet Core (PACO) Network, GSM, and other serving nodes.
Knowledge across various domains in IoT
Prior experience in delivering specific projects/programs around system/process enhancements, customer experience etc.

Years of Experience

7+ years

Industries to look from

Existing partner teams relevant to IOT LOB, Global Technology Companies focused on IOT base product & services, M2MSP, Automotive IOT solution providers, IoT platform players, IoT aggregators etc.

Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership

Manager - IoT CS